Refund policy

Returns & Refunds Policy

Last updated: 20 June 2026

We hope you are happy with your FurClear purchase. This policy explains how cancellations, returns, replacements and refunds are handled.

Nothing in this policy affects your statutory consumer rights.

Change-of-Mind Returns

You may request a return within 14 days of receiving your order.

After telling us that you wish to return an item, you must send it back within a further 14 days.

To begin a return, please contact us through our Contact Us page and provide:

Your order number
The name and email address used for the order
The item or items you wish to return
The reason for the return

We will provide return instructions and the correct return destination.

Please do not send an item back without contacting us first. Do not return products to the sender address shown on the original parcel unless we specifically instruct you to do so.

Return Condition

To receive a full refund, products should be returned:

In their original condition
With all included parts and accessories
In the original packaging where reasonably possible
Without damage caused after delivery

You may inspect a product in the same way that you reasonably could in a physical shop.

We may reduce the refund if the product has been used or handled beyond what is reasonably necessary to establish its nature, characteristics and operation, and that handling has reduced its value.

Using a grooming product on an animal or extensively using a cleaning product may go beyond what is necessary to inspect it and could reduce the amount refunded.

Return Shipping Costs

For change-of-mind returns, the customer is responsible for the return postage cost.

We recommend using a tracked service and keeping your proof of postage until the return has been completed.

If the product is faulty, damaged, incorrect or materially different from its description, we will arrange an appropriate return method or reimburse reasonable standard return postage where required.

Refunds

Once your return has been received and inspected, we will confirm whether the refund has been approved.

Approved refunds will be issued to the original payment method.

For change-of-mind cancellations, we may withhold the refund until:

We receive the returned goods; or
You provide evidence that the goods have been sent back

Any refund due will be processed without undue delay and within the legally required timeframe.

Your bank or payment provider may take additional time to display the refund after it has been processed.

Original Delivery Charges

If you cancel and return your entire order within the applicable cancellation period, we will refund the standard delivery charge originally paid.

If you selected a more expensive or upgraded delivery method, we are only required to refund the cost of our standard delivery option.

Original delivery charges are not normally refunded when only part of an order is returned.

Where the original order qualified for free shipping, there is no outbound shipping charge to refund.

Multi-Buy Offers and Promotional Discounts

Refunds are based on the amount actually paid after discounts.

If you return part of an order that qualified for:

Buy any two and receive one item at 50% off
Buy any three and receive one item free
Free shipping with two or more items
Any other multi-buy or promotional offer

we will recalculate the order based on the items you keep.

If the retained items no longer qualify for the original promotion, the promotional saving may be adjusted when calculating your refund.

Where a free or discounted item formed part of an offer, we may ask you to return all items included in that offer. If you keep a promotional item but no longer meet the qualifying conditions, its applicable value may be deducted from the refund.

You will never be refunded more than the total amount you originally paid.

Faulty, Damaged or Incorrect Products

Please contact us as soon as reasonably possible if your order:

Arrives damaged
Is faulty
Is materially different from its description
Contains the wrong item
Is missing an item

Please provide:

Your order number
A clear description of the issue
Clear photographs or video of the product
Photographs of the packaging and shipping label where relevant

Please keep the product and all packaging until we have reviewed the issue.

Depending on the circumstances and your applicable legal rights, we may offer:

A replacement
A repair where appropriate
A partial refund
A full refund

You will not be required to pay return postage for a confirmed faulty, damaged or incorrect product where the law requires us to cover that cost.

UK Faulty-Goods Rights

For UK customers, products must be as described, of satisfactory quality and fit for their intended purpose.

Where goods do not meet these requirements, you may have statutory rights to reject the goods, request a repair or replacement, or receive a full or partial refund.

These rights are separate from the 14-day change-of-mind cancellation period.

Order Cancellations

Please contact us as quickly as possible if you wish to cancel or amend an order.

We will try to help, but we cannot guarantee cancellation once an order has entered processing or has been dispatched.

If the order has already been dispatched, you may need to receive it and follow the return process described in this policy.

Exchanges

We do not currently offer automatic direct exchanges for change-of-mind returns.

You may return an eligible product for a refund and place a new order for your preferred item or colour.

If you received a faulty, damaged or incorrect item, contact us before placing another order so that we can arrange the appropriate solution.

Refused and Unclaimed Parcels

Refusing delivery does not automatically complete a return or cancellation.

Please contact us so that we can track the parcel and confirm when it has been returned.

Any refund will be calculated after the parcel has been returned and may be adjusted for lawful costs caused by an incorrect address, refusal or failure to collect the parcel.

Refunds for Missing Deliveries

If an order has not arrived within the estimated delivery period, please contact us through our Contact Us page.

We will review the tracking information and investigate with the relevant fulfilment or delivery provider.

A replacement or refund will be considered once the delivery investigation has been completed.

International Customers

Customers in the United States and Canada receive the return rights described in this policy unless applicable local consumer law provides greater protection.

Customers are responsible for any change-of-mind return shipping costs and any required customs documentation.

We are not responsible for import charges created solely by returning an item, unless the return is required because the product was faulty, damaged, incorrect or misdescribed.